Cloud Business


Get the latest Microsoft Surface hardware with the Office 365 suite of products, EM+S and access to expert IT support. All for one fixed monthly cost.

Each device is configured with policies and software for your organisation, so that when it is unboxed by your users, it's ready to go.


  • Select your Microsoft Surface device and accessories
  • Choose your Microsoft Cloud package and insurance
  • Decide on the level of Cloud Care support you require
  • Ready to go! Complete your solution with Cloud Business!


  • One fixed monthly cost for your hardware, software and support
  • Keeps your IT environment secure and up-to-date
  • A fully-manged lifecycle solution
  • Surface365 delivers a configured managed device, ready to use


£100 to £135 a device a month

  • Education pricing available

Service documents

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If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 12

Service ID

4 8 6 9 0 3 3 5 3 7 8 4 2 8 3


Cloud Business Gary Duke
Telephone: +44 (0)870 787 4001

Service scope

Service constraints
Support levels (SLAs), Warranty length and Accidental Damage Cover may vary with the level of Cloud Care support purchased.
System requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
Cloud Business SLA commits to respond to questions and resolve issues as
follows, however every client has the opportunity to alter the response times to fit their business needs:
Priority Critical 30mins
Priority High 30 mins
Priority Medium 8 Hours
Priority Low 16 Hours
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Onsite support
Yes, at extra cost
Support levels
Cloud Business offer a 24/7/365 Managed Support Service. The client may make use of the Service Desk in Guildford and (at additional cost) deploy Service Specialists onsite, with the Service Desk providing additional back up support.
Support available to third parties

Onboarding and offboarding

Getting started
Cloud Business have a comprehensive onboarding process that is governed by the specific requirement of each client. The cultural engagement is a critical element of the onboarding process and will form part of the Service Level Agreement that defines the systems, processes, service levels, escalation processes and any training that users will require. The service is fully documented in the SLA and will be managed by the Service Delivery Manager.
Service documentation
Documentation formats
End-of-contract data extraction
The contractual agreement and the Service Level Agreement will define
in specific detail the exit processes including the extraction. Cloud Business will conform to the requirement of the Client in terms of the format and extraction process to be undertaken.
End-of-contract process
The Contractual Agreement and OLA will define in detail the exit process
and any additional cost beyond Business as Usual for ending the service

Using the service

Web browser interface
Command line interface


Scaling available
Independence of resources
Usage notifications
Usage reporting


Infrastructure or application metrics
Metrics types
  • CPU
  • Disk
  • Memory
  • Network
Reporting types
  • Regular reports
  • Reports on request


Supplier type
Reseller providing extra features and support
Organisation whose services are being resold

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
What’s backed up
Any folders specified within OneDrive are fully backed up.
Backup controls
Users have the ability to configure OneDrive backup locations.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
SLA depends on resiliency service purchased and
therefore differs, but generally the hosting providers
SLA is 99.95%
Approach to resilience
Available upon request.
Outage reporting
To be agreed upon customer request.

Identity and authentication

User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Username or password
Access restrictions in management interfaces and support channels
This can be achieved via networking access rules,
credentials and/or certificates.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
The Cloud Business QMS and Security policies
conform to ISO 27001 and fully conform to the
the GDPR regulations.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
ITIL v3 Processes used.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Third party supplied analytics software will be used.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Third party supplied analytics software will be used.
Incident management type
Supplier-defined controls
Incident management approach
Cloud Business' 24/7/365 Managed Service Desk with
escalations to resolver groups on demand. Fully
conforms to Service Desk Institute standards and
ITL v3.

Secure development

Approach to secure software development best practice
Supplier-defined process

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Who implements virtualisation
Third-party virtualisation provider
Microsoft Azure
How shared infrastructure is kept separate
This is achieved utilising advanced datacentre networking
segregation technologies for which are highly secure.

Energy efficiency

Energy-efficient datacentres
Description of energy efficient datacentres
Cloud Business maximise the value of Public and Private Data
Centre Services that are required to comply with all legislation
associated with Energy Efficiency Compliance.


£100 to £135 a device a month
Discount for educational organisations
Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.